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Outcome 1: Equalities

Social landlords perform all aspects of their housing services so that:

  • every tenant and other customer has their individual needs recognised, is treated fairly and with respect, and receives fair access to housing and housing services.

This outcome describes what social landlords, by complying with equalities legislation, should achieve for all tenants and other customers regardless of age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, or sexual orientation. It includes landlords’ responsibility for finding ways of understanding the needs of different customers and delivering services that recognise and meet these needs.

Outcome 2: Communication

Social landlords manage their businesses so that:

  • tenants and other customers find it easy to communicate with their landlord and get the information they need about their landlord, how and why it makes decisions and the services that the landlord provides.

This outcome covers all aspects of landlords’ communication with tenants and other customers. It is not just about how clearly and effectively a landlord gives information to those who want it. It also covers making it easy for tenants and other customers to make complaints and provide feedback on services, using that information to improve services and performance, and letting people know what they have done in response to complaints and feedback. It does not require landlords to provide legally protected, personal or commercial information.

Outcome 3: Participation

Social landlords manage their businesses so that:

  • tenants and other customers find it easy to participate in and influence their landlord’s decisions at a level they feel comfortable with.


This outcome describes what landlords should achieve by meeting their statutory duties on tenant participation. It covers how social landlords gather and take account of the views and priorities of their tenants; how they shape their services to reflect these views; and how they help tenants and other customers to become more capable of involvement.


In this Section

  • Scottish Housing Charter logo

    Scottish Housing CharterScottish Housing Charter

    The Scottish Social Housing Charter is the document that contains these outcomes. The first Charter came into effect in April 2012.

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  • Facebook banner

    Tenant Focus GroupTenant Focus Group

    Tenant participation and involvement has been built into our decision making process for many years and will continue to do so in the future.

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  • Oak Tree Annual General Meeting

    Having Your SayHaving Your Say

    We are keen to hear what our customers think so that we can ensure our services meet our tenants' needs. 

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